Context
Burch Oil & Propane is in the petroleum and fuel distribution business, serving a wide range of commercial and residential customers. Through the years, Burch has been able to maintain a solid reputation for reliability, operational efficiency, and strong relationships with customers.
Over time as the business grew, the complexity of managing customer data, credit approval, and sales process increased. Like many established companies evolving with modern tools, Burch needed to be able to increase the speed, visibility and simplicity in their business processes without negatively impacting the level of service that it was known for.
Problem
As operations scaled, Burch faced problems with the methods used to handle customer credit checks and data. The current processes were broken up, which made the interaction with customers and the decision-making process slow.
- Customer information was located in multiple systems.
- Credit checks required back and forth communication and manual labor.
- CSRs had to switch between screens when interacting with customers.
- The delay in approvals meant slow order completion and missed opportunities.
Both the employee productivity and customer satisfaction experience were impacted by these problems.
Solution
Burch Oil & Propane implemented Cloud Maven Inc’s Credit Checker to unify their workflows, enabling faster credit decisions and smoother customer interactions from Salesforce.
- Combine all customer and credit data into one system.
- Automated credit check flows.
- Enable real-time soft credit checks while CSRs interact with customers.
- A scalable system that grows with the business.
Credit Checker removed friction from the process and enabled teams to be more efficient in performing their tasks without leaving their CRM.
Implementation
We collaborated with Burch to identify their needs and customized the application to fit perfectly within their business workflows. The application was customized to the manner in which their teams worked, with little to no disruption during adoption. During the implementation, we provided hands-on support, fast responsiveness, and continuous optimization. This allowed for a successful implementation for both the leadership and frontline teams of Burch.
Results
The impact was immediate. Burch Oil & Propane was able to complete credit checks faster with more visibility and improved customer interactions in every area.
- Significantly reduced time to complete credit checks.
- Faster customer onboarding and order fulfillment.
- Improved CSR efficiency using a single unified interface.
- Increased ability to capture sales during live customer calls.
- Complete visibility into operations and performance.
The Cloud Maven, Inc solution Credit Checker really helped us capture the customer while they were on the phone. We didn't have to worry about doing applications and sending information backwards and forth. We were able to do a soft credit check and get that customer the product out to them. We are old company, so we were able to get that delivery out to them and capture sales a whole lot quicker.
Burch Oil & Propane
